About the Role

Build and own the post-sales function at an early-stage B2B SaaS company. This hands-on player-coach role combines enterprise customer relationships and commercial outcomes with the systems and processes needed to scale Customer Success.

What You'll Do

Own the end-to-end customer journey, including onboarding, relationship management, business reviews, renewals, and account expansion.

Manage enterprise customer support requests and drive resolutions, including creating AI agents to triage tickets and automate repetitive work.

Build Customer Success playbooks, onboarding processes, health scoring, and scalable operating systems from the ground up.

Own and report on retention, renewals, and expansion performance while balancing commercial growth with trusted customer partnerships.

Identify future team needs, such as technical account managers or forward-deployed engineers, and build the team as the function grows.

What We're Looking For

Five to ten years of Customer Success experience, including a founding or early Customer Success role at a lean, early-stage B2B SaaS company.

Experience building Customer Success operations, playbooks, onboarding, and health scoring from scratch.

Direct ownership of renewals, retention metrics such as NRR and GRR, and expansion revenue.

Hands-on experience supporting technical products and enterprise customers in a resource-constrained environment.

Experience using data to improve Customer Success operations and building AI agents or automation for support workflows.

Proficiency with CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, along with data analysis and project management tools.

Authorized to work in the United States without visa sponsorship.

Compensation & Benefits

Base salary: $150,000 to $176,000 annually. Visa sponsorship is not available.

Location

Hybrid, based in Redwood City, California, with in-office work on Monday, Wednesday, and Friday.